5 minute read |

When to outsource your live support chat software

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Customer Service

Many people waver when deciding if they should outsource their helpdesk software to another company, weighing the pros and cons of limiting the hours that they can make live help for their website available with the price of paying someone to deliver the service for them. While the actual decision to outsource a live chat aid on a website is entirely up to you as a website owner, there are a few factors that can make it easier to discern if outsourcing the live chat option is the best for your overall business productivity.

The very first factor that you need to consider before considering outsourcing is just how much traffic your website receives throughout the day and the peak times when traffic is the highest. This is because if you are not receiving more than a few visitors every few hours outsourcing your live person software will probably not hold a high ROI for you, given that there are not many additional sales to be had. It is also important because narrowing down your peak traffic times helps you to determine if you can be available to meet the needs of your customers at their convenience, or if you will need help from an outsource source to provide live help software.

The next thing you need to consider is if you have any employees already in place that could help you handle the live support chat software by adding to their job description instead of hiring outside help. For example, many businesses that exist in both the virtual and real life settings that are smaller in nature, such as used car dealers and local retail outlets find that they can easily train their receptionists or retail clerks to handle both service to real customers and virtual customers via the live chat software because their day is not already filled with other tasks.

However, if you run a business that is already buzzing with business then you may not have any free hands that can help you provide live help on your website. In this type of instance it may be more practical for you to consider outsourcing your live chat management, especially if you experience a large amount of traffic on a daily basis since the groundwork for the investment has already been laid out I front of you.

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